Complaint Review: Dermitage

I called Dermitage today at 12:04 PM (05/31/11) with a very short wait time.  I explained the situation to a male phone operator and he advised that he needed my zip code and last name.  I was very apprehensive about this but gave it to him anyway.  He said he needed my full name and address to give me further information.  I promptly told him I didn't feel he needed this information due to the circumstances.  He advised that he would not give me any information whatsoever if I refused.  I asked to speak to a supervisor and was told that the supervisor would not give me any information either.  He then became condescending, even laughing at one point at my being upset.  When I said that I didn't appreciate his being condescending he implied I was paranoid. I became angry and said a few choice words.  I do not recommend this because they are apparently used to it and do not care. Plus, it will get you no where.  Again I asked for a supervisor where the operator then said not to get mad at him that my CC was stolen.  I asked, so you feel my CC is, in fact, stolen and that there is a problem?  He then caught himself and said he did not know.  After demanding that I speak to a supervisor several times (this call lasted for 4 minutes), the operator told me to have a nice day and hung up on me.

I called back at 12:09 PM that same day with yet another short connect wait and the line was answered by a woman.  She advised that she needed the same information to which I gave her my last name and zip code only.  I told her I didn't want to give the mailing address and my first name because I didn't want them claiming I made an order or having this result in them shipping anything to me.  She assured me she would not and that she needed more information because an order was found with the given details I gave her.  I told her since she was far nicer than the last jerk who hung up on me that I would comply.   She advised that my mailing address was not, in fact, the one they had on file.  She then proceeded to apologize for what occurred not only with my unauthorized order, but also for the prior operator who hung up on me.

I was told to fax a copy of my driver's license to prove (another thing I was apprehensive about) that my address and name were as I stated and that they would refund the $3.97.  She said if I do get the product, which I doubt since the order was not placed with my mailing address, she said to do whatever I wanted with it as she didn't want me to have to pay the return shipping.  She apologized again and I then faxed the requested information. 

In the meantime, my bank had noticed several odd purchases (Dermitage being one of them, Netflix another, etc.) and had already put a hold on my card, thankfully.  My CC information had somehow been stolen and the bank advised that small purchases are often made by the offender to "test" the card before making a larger purchase.  Bank of America canceled the card and issued me a new one.  The only problem with this is that now that the card has been canceled, Dermitage has no way of reversing the charges.  Clearly I am not going to give them yet another CC number with which to do so.  I am requesting a check be made in the amount of $3.97, but I don't expect them to comply.